Thoroclean

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: [redacted] was intimidated into accepting into signing a receipt with extra charges She had no idea what the service technicians were doing or what we were charged forShe had no idea what the technicians were doing The office people would do nothing The cleaning job was not done properly The rugs have been cleaned by professionals before, The office Manager of Thoroclean stated when the appointment was scheduled I was told about extras This is a downright lie The representative from [redacted] refunded our money for the initial payment to Thoroclean.and was very understanding about this situation with no argument, she completely understood I also filed an incident report with Upper Merion Township Police There was nothing fraudulent done by Mror [redacted] on the credit card.If your spouse was intimidated you would also be upsetI wanted to bargain in good faith but it was useless [redacted] said before I left for work she would not approve any extra chargesShe stated to the technicians she only wanted what was included She did not ask what the technician did The only think she cared about was a signature I would like to settle this matter Could an owner from Thoroclean please give me a call I could not get to anyone else who has the authority to do anything I would only allow the technicians into the house with the police I am asking please have someone else call us and ask what happened I have worked as a customer service manager and I wanted to here why the customer is upsetand only worry about a signature on a sales slip This is not too much to askRegards [redacted] And [redacted]

I had thoroclean out to clean and microban my carpets and came out amazingIve had them cleaned in the past without the microban and my rug got stiff and musky and smelled like a wet dog.With cleaning and microbaning my rug cleaned better and are softer and no doggie odor! The staff was friendly and knowledgeable and went above and beyond to make sure all my questions and concerns were addressedWill definitely continue to use thoroclean for my cleaning needs!

Correct; *** *** was present when the services were performed, and *** *** was not presentAs you can see from the complaint, it was written by *** ***As to all of his accusasions, they all are incorrect. He made a fraudulant claim to the Credit Card company,
stating product and services were not provided or renderedWe provided the copy of the invoice showing her signature,which she signed prior to the work starting.Per ***; carpets years old and this was their first cleaning, only spot cleanedpriorThe added services was for areas of *** disinfectant $75, areas of* $50, plus the sales tax $due on the *** and the additional services. Services were provided in the morning, issue began with ***, when he returnedhomeHe called in stating his wife was not allowed to make purchasesTold theproduct was applied and not returnableHe became belligerant and began cursing then hung upHe called back more times, belligerant and cursing and hanging up. On call number 5, the office manager answered, again belligerant and cursingShe repeated the service was provided and could not be returnedIf they had any issueswith the cleaning we would returnAs that was not a concern the conversation ended. As for an apology, it should come from *** ***A man apologies when theymake mistakes, and under no circumstances is his behavior acceptable, especiallyagainst women.End of storyAs a business with a track history of no complaints, it speaks foritself.This matter is closed as far as the company is concerned.Sincerely,Lynn f*Office Manager

Let me address separate issues. First, my initial response was directed to ***'s contact with the officeAs stated the work was performed in the morning, being the crews second job of the day, with more jobs followingThe crew was done their day and the paperwork was already in the office, prior to initial contactSo let me add details prior to ***'s initial callAfter *** returned home, *** called into the office stating "She had made a mistake and had extra work done she should have not haveThe cleaning job had came out fine." No statement regarding the crew or their behavior in any fashionThe office clarified, she had *** protector and *** disinfectant appliedExplained the products were applied and could not be returned, there was nothing further we could do for herShe hung up, then approxminutes later called againObviously due to ***'s reaction as shown laterShe restated the prior, this time asking is there anything else we could doOur response was same as before, once the product is applied it can not be returned*** began his calling approxminutes later, followed by to minutes of screaming each callAll witnessed and heard by myself and the company presidentOn one of his unstable screaming sessions, he stated he has a Masters DegreeUncertain if he was referring to his wife, as she was not allowed to do anything, without his command. Second, note no counter claims to his actions or behaviorThis new story is extremely different from his first, which completely contradicts what *** statedShe was there he was notSPECIAL NOTE; *** contacted the PoliceIf he used his statement given the office, or his version listed in his initial complaint"She was not allowed to make purchases" or she was "confused"We are talking about carpet cleaning which she knows far more about than ***Had there been any wrong doing on Thoroclean's part whatsoever, the Police would have got involvedIn effect *** complained to the police about his wife. Third and finallyWe cleaned ***'s carpet, ***ed her carpet, and ***ed her carpet for $plus taxAs *** stated they did not pay for the cleaningThe only person intimating *** is ***, screaming and yelling like a mentally unstable individual, having him calling the police belittling herHopefully *** was only verbally abused by ***, as he did to our office staff. We will not have any further dealing regarding this matter.Sincerely,Lynn F*Office manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
*** *** was intimidated into accepting into signing a receipt with extra charges.. She had no idea what the service technicians were doing or what we were charged for. She had no idea what the technicians were doing. The office people would do nothing. The cleaning job was not done properly. The rugs have been cleaned by professionals before, The office Manager of Thoroclean stated when the appointment was scheduled I was told about extras. This is a downright lie. The representative from *** refunded our money for the initial payment to Thoroclean.and was very understanding about this situation with no argument, she completely understood.. I also filed an incident report with Upper Merion Township Police. There was nothing fraudulent done by Mror *** *** on the credit cardIf your spouse was intimidated you would also be upsetI wanted to bargain in good faith but it was useless. *** *** said before I left for work she would not approve any extra charges. She stated to the technicians she only wanted what was included. She did not ask what the technician did. The only think she cared about was a signature. I would like to settle this matter. Could an owner from Thoroclean please give me a call. I could not get to anyone else who has the authority to do anything. I would only allow the technicians into the house with the police.
I am asking please have someone else call us and ask what happened. I have worked as a customer service manager and I wanted to here why the customer is upsetand only worry about a signature on a sales slip. This is not too much to ask
Regards
*** And *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
No. 1 Ms. F[redacted]'s response is totally untrue and a bunch of misinformation.  [redacted] stated to me before the carpet cleaners came to the house she would not approve any extras on the carpet cleaning.  [redacted] called your office and  your employee stated there was nothing they would do.  I called back in about 10 minutes and asked if anything could be done.  Your office person stated the same thing.  I next asked for a manager or she could get someone to call us back.  She stated "the manager is going to say the same thing.'  She said call tomorrow and you stated that the president Mr. F[redacted], and you were in the office. [redacted] was not asked by management what the technician stated to her or showed her.  She told me she was confused and had no idea what the technician said or did.   She showed me the receipt and had no idea what she signed for.   Ms. F[redacted] stated [redacted] was given an estimate to sign before the extra work would be started..  This is totally false.  She signed the slip when the technicians had completed the job.  Why couldn't there be an estimate with an itemized breakdown be given to her beforehand.   [redacted] stated that the technician had a notebook he showed her and he flipped the page before she could review the page.  Also Ms. F[redacted] stated to me if I bought something yesterday at [redacted] or [redacted]'s I could not go back and discuss if there was a problem.  This is total baloney most businesses want satisfied customers.I filed a police report because [redacted] was intimidated.  No one from Thoroclean.  wanted to discuss what really happened.  If someone could have heard [redacted] out what really happened this would not be going on.  I was a service manager and a service coordinator with a few different companies.   I know you have costs you need to cover.  I always pay my bills.  It is 100% necessary to hear what a customer has to say. In conclusion we are getting ready to replace the carpets and I didn't want to spend more money than the base job.  The carpets in the living room are still stained.  I don't want anything else done.   I want to put this behind us.  This is the worse treatment I have ever received from any company. in our lives.  
Regards,
[redacted] And [redacted]

I had thoroclean out to clean and microban my carpets and came out amazing. Ive had them cleaned in the past without the microban and my rug got stiff and musky and smelled like a wet dog.With cleaning and microbaning my rug cleaned better and are softer and no doggie odor! The staff was friendly and knowledgeable and went above and beyond to make sure all my questions and concerns were addressed. Will definitely continue to use thoroclean for my cleaning needs!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
No. 1 Ms. F[redacted]'s response is totally untrue and a bunch of misinformation.  [redacted] stated to me before the carpet cleaners came to the house she would not approve any extras on the carpet cleaning.  [redacted] called your office and  your employee stated there was nothing they would do.  I called back in about 10 minutes and asked if anything could be done.  Your office person stated the same thing.  I next asked for a manager or she could get someone to call us back.  She stated "the manager is going to say the same thing.'  She said call tomorrow and you stated that the president Mr. F[redacted], and you were in the office. [redacted] was not asked by management what the technician stated to her or showed her.  She told me she was confused and had no idea what the technician said or did.   She showed me the receipt and had no idea what she signed for.   Ms. F[redacted] stated [redacted] was given an estimate to sign before the extra work would be started..  This is totally false.  She signed the slip when the technicians had completed the job.  Why couldn't there be an estimate with an itemized breakdown be given to her beforehand.   [redacted] stated that the technician had a notebook he showed her and he flipped the page before she could review the page.  Also Ms. F[redacted] stated to me if I bought something yesterday at [redacted] or [redacted]'s I could not go back and discuss if there was a problem.  This is total baloney most businesses want satisfied customers.
I filed a police report because [redacted] was intimidated.  No one from Thoroclean.  wanted to discuss what really happened.  If someone could have heard [redacted] out what really happened this would not be going on.  I was a service manager and a service coordinator with a few different companies.   I know you have costs you need to cover.  I always pay my bills.  It is 100% necessary to hear what a customer has to say. 
In conclusion we are getting ready to replace the carpets and I didn't want to spend more money than the base job.  The carpets in the living room are still stained.  I don't want anything else done.   I want to put this behind us.  This is the worse treatment I have ever received from any company. in our lives.  
Regards,
[redacted] And [redacted]

Correct; [redacted] was present when the services were performed, and [redacted] was not present. As you can see from the complaint, it was written by [redacted]. As to all of his accusasions, they all are incorrect. He made a fraudulant claim to the...

Credit Card company, stating product and services were not provided or rendered. We provided the copy of the invoice showing her signature,which she signed prior to the work starting.Per [redacted]; carpets 12 years old and this was their first cleaning, only spot cleanedprior. The added services was for 3 areas of [redacted] disinfectant $75, 2 areas of[redacted] $50, plus the sales tax $12.85 due on the [redacted] and the additional services. Services were provided in the morning, issue began with [redacted], when he returnedhome. He called in stating his wife was not allowed to make purchases. Told theproduct was applied and not returnable. He became belligerant and began cursing then hung up. He called back 3 more times, belligerant and cursing and hanging up. On call number 5, the office manager answered, again belligerant and cursing. She repeated the service was provided and could not be returned. If they had any issueswith the cleaning we would return. As that was not a concern the conversation ended. As for an apology, it should come from [redacted]. A man apologies when theymake mistakes, and under no circumstances is his behavior acceptable, especiallyagainst women.End of story. As a business with a track history of no complaints, it speaks foritself.This matter is closed as far as the company is concerned.Sincerely,Lynn F[redacted]Office Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
[redacted] was intimidated into accepting into signing a receipt with extra charges..  She had no idea what the service technicians were doing or what we were charged for. She had no idea what the technicians were doing.   The office people would do nothing.   The cleaning job was not done properly.  The rugs have been cleaned by professionals before,  The office Manager of Thoroclean stated when the appointment was scheduled I was told about 3 extras.  This is a downright lie.  The representative from [redacted] refunded our money for the initial payment to Thoroclean.and was very understanding about this situation with no argument, she completely understood..  I  also filed  an incident report with Upper Merion Township Police.  There was nothing fraudulent done by Mr. or [redacted] on the credit card.If your spouse was intimidated you would also be upset. I wanted to bargain in good faith but it was useless.  [redacted] said before I left for work she would not  approve any extra charges. She stated to the technicians she only wanted what was included.  She did not  ask what the technician did.  The only think she cared about was a signature.  I would like to settle this matter.  Could an owner from Thoroclean please give me a call.  I could not get to anyone else who has the authority to do anything.  I would only allow the technicians into the house with the police.  I am asking please have someone else call us and ask what happened.  I have worked as a customer service manager and I wanted to here why the customer is upset. and only worry about a signature on a sales slip.  This is not too much to ask. Regards
[redacted] And [redacted]

Let me address 3 separate issues. 
First, my initial response was directed to [redacted]'s contact with the office. As stated the work was performed in the morning, being the crews second job of the day, with 4 more  jobs following. The crew was done their day and the paperwork was already in the office, prior to initial contact. So let me add details prior to [redacted]'s initial call. After [redacted] returned home, [redacted] called into the office stating "She had made a mistake and had extra work done she should have not have. The cleaning job had came out fine." No statement regarding the crew or their behavior in any fashion. The office clarified, she had [redacted] protector and [redacted] disinfectant applied. Explained the products were applied and could not be returned, there was nothing further we could do for her. She hung up, then approx. 10 minutes later called again. Obviously due to [redacted]'s reaction as shown later. She restated the prior, this time asking is there anything else we could do. Our response was same as before, once the product is applied it can not be returned. [redacted] began his calling approx. 10 minutes later, followed by 3 to 5 minutes of screaming each call. All witnessed and heard by myself and the company president. On one of his unstable screaming sessions, he stated he has a Masters Degree. Uncertain if he was referring to his wife, as she was not allowed to do anything, without his command. 
Second, note no counter claims to his actions or behavior. This new story is extremely different from his first, which completely contradicts what [redacted] stated. She was there he was not. SPECIAL NOTE; [redacted] contacted the Police. If he used his statement given the office, or his version listed in his initial complaint. "She was not allowed to make purchases" or she was "confused". We are talking about carpet cleaning which she knows far more about than [redacted]. Had there been 
any wrong doing on Thoroclean's part whatsoever, the Police would have got involved. In effect [redacted] complained to the police about his wife. 
Third and finally. We cleaned [redacted]'s carpet, [redacted]ed her carpet, and [redacted]ed her carpet for $125 plus tax. As [redacted] stated they did not pay for the cleaning. The only person intimating [redacted] is [redacted], screaming and yelling like a mentally unstable individual, having him calling the police belittling her. Hopefully [redacted] was only verbally abused by [redacted], as he did to our office staff. 
We will not have any further dealing regarding this matter.
Sincerely,
Lynn F[redacted]
Office manager

I am a regular with this company. I do in home daycare so I see them 3-4 times a year. Martin listens to my concerns and the two guys work hard and do a very good job. I was impressed that Martin remembered me. Very good service I am very pleased with this company.

Review: My carpet was cleaned by Thoroclean on August 23rd. When the carpet dried there were several large stains that were not there before. Also, one room did not look cleaned. I called Thoroclean. They told me they would come out, however the only time they could come was while I was at work. I tried to work out times, however they were not flexible at all considering they left stains on the carpet. I asked if I could have a partial refund to get another service out to fix the problem. She stated she would get back to me. She never did, nor did I receive a response to any of my emails. I called again. This time it was stated the stain was caused my a preexisting stain which I can clean up with soap and water. First of All, there were no preexisting stains there, secondly I paid to have my carpet cleaned and that is there job to do. She was not willing to correct the problem. I then sent one more email stating that I would really like to resolve this issue. Please give me a time to correct the stains. I just want my carpet clean which is what I spend $160.00 for. Again, I received no response. At this point I do not know what else to do. Businesses should stand by their jobs or not collect payment for it.

Thank you!Desired Settlement: I would like someone to come out and clean the stains and reclean the bedroom. If not, I would like a refund

Business

Response:

October 12, 2013

Dear [redacted],

Thoroclean returned and reviewed all areas on 9/18/13, then re-cleaned the 3 surface spotted areas in the living room, and cleaned the 8 spotted stair treads not cleaned on 8/23,

Thoroclean cleaned **. [redacted]’s 14 year old, off white carpets on 8/23, with the crew arriving shortly after 8 AM. We acknowledge and confirm her statements; The spots wure not there during the walk through at the completion of the job, (on 8/23) they appeared after the carpets dried

Had the spots been from the outside of the hose, it would require spotting on the stair crowns first then on the treads & risers, not only on the inner stair treads. Also the spots would have been visible on the off white carpet immediately, would be dirt colored and these spots on the stairs are grey. The spots were more of subsurface shadows, which would be left from a not thorough spot cleaning spreading the spots. Large untreated spills on dry off white carpeting, would have left distinct spotting material on the tips of the tufts, just like the reddish brown spots. The 2 spotted areas (approximately 10 drips each) with the surface dark reddish brown spots, occurred after the carpet had dried. One area under an end table, the other the base board in the hallway entering the living room. The spots under the end table were able to be pulled off with their fingers, and were removed with a towe l and water only. The surface reddish brown spots occurred after the carpets were dry. The other spotted area, consisted of 2 light brown surface spots, (quarter & nickel size) occurred while the caipets were drying.

When there are issues it is standard procedure to take before and after photos of the areas serviced. On 9/18 **. [redacted]’s in-laws were present approved and watched as we took those photos. The photos speak for themselves, and clearly show the above.

Regarding her complaint. Correct, Thoroclean stated we would come out, review her areas of concern to determine whether to are covered or not covered. If covered Thoroclean would reclean the area at no charge, if not covered she would be responsible for payment. The crew bas at their option the discretion to waive the fee, which the crew did on 9/18.

Covered - Legitimate spots are visible before the area or item is fully dry without exception. Spot must extend down or through fiber to the backing or filler. Not Covered - Surface or new spots. Permanent stains from dyes, inks, or wear... The carpet manufactures guarantee all carpets will permanently stain, and we state that fact Core of the matter; **. [redacted]’s demands that we come out after normal hours, at oar expense. We agree with her the spots in question were not there before we cleaned, and they were not there when we left. We offered to review those areas with the terms for the service call, was the same as the original job. Her statement in her complaint is completely false. First contact was 8/27, her complaint lists 8/25 a Sunday, we are not open Sundays. We show her calling 8/27, 8/28 & 8/30.

The office manager confirmed the spots were not visible, during the walk through at the end of the job, and were not visible until after dried. The manager told *. [redacted] “Only new spots appear after the carpets are dry, the only spots that could have been during cleaning that would disappear, then reappear are wicking spots. To check simply separate the tufts to see if the spot goes to the carpet backing. If it does not it is a new spot.” This statement was a stand alone, had nothing to do with the photos, as she only showed the surface. The photos do show that they are subsurface shadows, not untreated splash as she suggests.

Her statement “When you pay for carpet cleaning you don’t expect them to look worse afterward.”

The carpets looked extremely good for their age; when the crew left on 8/23, and when the crew left on 9/10. With wear light for its age, except 1 bedroom with heavy wear where you can see up to 1/4 of the tuft is worn away.

Had she taken our offer when she initially called in, and made arrangements like she did for 9/18. Instead she demanded we provide special services for her, by her statements she is was not entitled What happens after the service is provided, that is the customer’s responsibility.

Thoroclean performed the services paid for on 8/23, exceeded its obligations on 9/18, and our business is concluded. This represents a readers digest version, should you or **. [redacted] desire the full version you need only ask.

Best regards,